How to fix issues with MachineQ Gateways

If your MachineQ sensors show as offline in Ops Execution, the gateway they're connected to may have lost power or its network connection. Most gateway problems can be fixed on site without replacing hardware, but the steps depend on which gateway generation you have and how it is powered.

This article covers how to power cycle a MachineQ gateway, what to do based on the status lights on a Gen 1 gateway, how to check a Gen 1 Ethernet or cellular backhaul connection, and how to troubleshoot a Gen 2 gateway by its power source. To tell the generations apart or read each light in detail, see the spec sheet to  identify your MachineQ gateway and read its LED status lights.

How do I start troubleshooting a MachineQ gateway?

Before you touch the gateway, here are a few basic steps to take.

Gen 1 MachineQ Gateway	Gen 2 MachineQ Gateway

1. Identify the gateway generation. Gen 1 is a dark rectangular unit with four lights. Gen 2 is a white square unit with a single light
2. Confirm the gateway has power. The gateway may use Power over Ethernet or a wall adapter. Verify the power source is active
3. Confirm the Ethernet cable is connected, if applicable, at both the gateway and the switch or patch panel
4. Read the status lights. They tell you whether the problem is power, cellular, Ethernet, or internet connectivity

Whatever the lights show, a power cycle is always the next step. Removing power and restoring it resolves most connectivity issues.

1. Unplug the power supply from the gateway
2. Wait 60 seconds
3. Reconnect power. The lights flash during the reboot, which takes five to 10 minutes
4. Wait up to 30 minutes for the gateway to come online
5. If sensors are still offline after 30 minutes, press and hold the button on each sensor for seven to 10 seconds to rejoin the network

Note: Sensors can take up to three hours to fully report data after a gateway reboot. Sensor payloads transmit every 15 minutes, so only a few readings may appear in the first 30 minutes.

How to fix a Gen 1 gateway based on the status lights

Match the four lights on the Gen 1 gateway to one of the two conditions below and follow the steps in order.

All lights are blue, or the first, third, and fourth lights are blue

The gateway needs a power cycle.

1. Unplug the power cable from the gateway
2. Wait 60 seconds, then plug the power cable back in
3. Wait five to 10 minutes while the four lights flash and then stabilize
4. Check the sensor status in Ops Execution once all lights are blue, or the first, third, and fourth lights are blue

The fourth light is red

The gateway is not connected to the internet.

1. Check the network cable and confirm it is plugged into both the gateway and your network switch
2. Move the cable to a different port or a different network switch. If the cable is plugged in and the fourth light is still red, the port does not have an active internet connection
3. Wait five to 10 minutes to see whether the fourth light turns blue
4. Check the sensor status in Ops Execution. A blue fourth light means the gateway can reach the internet

How to check a Gen 1 gateway's backhaul connection

If a power cycle does not restore communication, check the connection type the gateway uses to reach the internet.

Wireless or cellular backhaul

If the gateway uses wireless or cellular as its primary backhaul, work through the following checks.

1. Check the status LED. Verify it is lit and the color matches the expected status
2. Reseat the SIM card. If the gateway is not communicating, remove power, remove and reinstall the SIM card, then restore power

Ethernet backhaul

If the gateway uses Ethernet as its primary backhaul, work through the following checks.

1. Confirm the switch supplies IP addresses over DHCP. Plug another IP device, such as a laptop, into the same port and verify it receives an IP address
2. Confirm packets are flowing. Check that the activity indicator on the network switch is lit when a device is plugged in
3. Check the status LED. Verify it is lit and the color matches the expected status

Tip: Ethernet cabling contains several cable pairs, and faulty terminations at either end are a common cause of gateway communication issues. If the checks above pass and the gateway still cannot connect, try a different Ethernet cable.

How to fix a Gen 2 gateway

Gen 2 troubleshooting depends on how the gateway is powered. Check the cables connected to the unit, then follow the section that matches. A healthy Gen 2 gateway shows a solid blue light.

Power over Ethernet

Only an Ethernet cable is connected and there is no power adapter. If the gateway has no lights, follow these steps.

1. Confirm the connected network port has Power over Ethernet enabled
2. Try a different Power over Ethernet port. If the gateway powers on, the original port may be faulty or not enabled for power
3. Replace the Ethernet cable
4. Contact Crunchtime Support if the gateway still has no lights

If the gateway has lights but is not connected, follow these steps.

1. Confirm the gateway is connected to the correct provisioned port
2. Confirm the required firewall rules are in place
3. Power cycle the gateway. Disconnect the Ethernet cable for 60 seconds, then reconnect it and allow up to five minutes for boot up
4. Replace the Ethernet cable and retry if the light does not return to solid blue
5. Contact Crunchtime Support if the issue persists

Ethernet with wall power

An Ethernet cable and a wall adapter are both connected. If the gateway has no lights, follow these steps.

1. Confirm the power adapter is securely connected to both the gateway and the wall outlet
2. Test the outlet with a known working device. If the outlet has no power, resolve the electrical issue first
3. Try a different approved power supply, if one is available. If the gateway powers on, replace the original power supply
4. Contact Crunchtime Support if the gateway still has no lights

If the gateway has lights but is not connected, follow these steps.

1. Confirm the gateway is connected to the correct provisioned port
2. Confirm the required firewall rules are in place
3. Power cycle the network connection. Disconnect the Ethernet cable for 30 seconds, then reconnect it and allow up to five minutes for boot up
4. Replace the Ethernet cable and retry if the light does not return to solid blue
5. Contact Crunchtime Support if the issue persists

LTE with wall power

Only a wall adapter is connected and there is no Ethernet cable. If the gateway has no lights, follow these steps.

1. Confirm the power adapter is securely connected to both the gateway and the wall outlet
2. Test the outlet with a known working device. If the outlet has no power, resolve the electrical issue first
3. Try a different approved power supply, if one is available. If the gateway powers on, replace the original power supply
4. Contact Crunchtime Support if the gateway still has no lights

If the gateway has lights but is not connected, follow these steps.

1. Confirm LTE coverage is available where the gateway is installed
2. Relocate the gateway to an area with better signal if coverage is poor
3. Power cycle the gateway if coverage is good. Disconnect power for 60 seconds, then reconnect it and allow up to five minutes for boot up
4. Contact Crunchtime Support if the issue persists

Get help from Crunchtime Support with gateway problems

If you have followed the steps above and the gateway still is not communicating, contact Crunchtime Support and provide the following information.

• Restaurant number
• Gateway Node ID from the label on the rear of the unit
• Gateway generation and power source, such as Gen 2 with Power over Ethernet
• Current light color and pattern
• Whether the gateway has any physical damage
• Troubleshooting steps you have already tried